Application Support Engineer L3

Job Description

Job Title – Application Support Engineer L3 Location: Remote (To work in Australia time zone 5AM-2PM IST) About the Role As an L3 Application Support Engineer, you will serve as the escalation point for complex technical issues, ensuring high-quality support for our Enterprise SaaS platform used by Health Professionals and Patients. This role is deeply embedded within the Engineering team, requiring strong troubleshooting skills, debugging capabilities, and collaboration with Product and Development teams. You’ll also play a key role in improving documentation, automating processes, and enhancing platform reliability. Key Responsibilities Technical Escalation & Issue Resolution: o Act as the highest level of support within the Support Team. o Investigate and resolve critical incidents, analyzing logs and application behavior. o Work closely with L1/L2 teams to troubleshoot and resolve complex issues. o Replicate and document software bugs for the Development team. Collaboration & Process Improvement: o Work with the Engineering team to debug issues, propose fixes, and contribute to code-level improvements. o Improve support documentation, build playbooks, and optimize incident management processes. o Enhance monitoring and alerting through platforms like Datadog. Technical Operations & Monitoring: o Perform log analysis, SQL queries, and API debugging to diagnose issues. o Monitor AWS infrastructure, CI/CD pipelines, and application performance to identify potential failures proactively. o Maintain uptime and performance using observability tools. Requirements 6+ years in Technical Application Support, DevOps, or Site Reliability Engineering (SRE). Strong troubleshooting skills with technologies such as Node.js, PostgreSQL, Git, AWS, CI/CD. Hands-on experience with monitoring tools like Datadog and uptime monitoring solutions. Proficiency in debugging APIs, SQL queries, and logs. Experience managing support cases through full lifecycle (triage, reproduction, resolution). POSITION DESCRIPTION – Application Support Engineer L3 Ability to write detailed bug reports and collaborate effectively with developers. Strong knowledge of ticketing systems such as Freshdesk, ClickUp, and best practices for incident management. Comfortable with on-call rotations and managing high-priority incidents. Preferred Skills Familiarity with Terraform, Kubernetes, or Docker. Experience writing scripts to automate support tasks. Knowledge of healthcare SaaS environments and regulatory considerations. This role is ideal for problem-solvers who love debugging, enjoy working closely with engineering teams, and thrive in fast-paced, customer-centric environments Key Requirements: Minimum 6+ years in Technical Application Support Strong troubleshooting skills with technologies such as Node.js, PostgreSQL, Git, AWS, CI/CD. Hands-on experience with monitoring tools like Datadog and uptime monitoring solutions Proficiency in debugging APIs, SQL queries, and Perform log analysis Strong knowledge of ticketing systems such as Freshdesk , ClickUp , Exceptional language to handle AUS clients Location: Location: Remote (To work in Australia time zone 5AM-2PM IST) Compensation: Up to Rs.15–20 LPA Show more Show less